Apply and walk-in directly to BDO BUILDING 2/F HR OFFICE NORTH RECLAMATION AREA CEBU CITY from Monday-Friday at 9AM -2PM. The Product and Systems Support Officer (CEBU CITY) Job Summary Manage the department's operational requirements to ensure readiness to serve BDO customers before any new implementation: 1. Manage end-to-end department-wide projects to address process gaps through automation. 2. Formulate, review, and document group policies and guidelines. 3. Implement process and system enhancements. 4. Monitor and assess results post-implementation through data analysis and research. 5. Execute the department requirements for new services, systems, and process implementations. 6. Participate in or lead efforts to develop process efficiencies, define requirements, conduct user acceptance testing according to CCC's service functions, ensuring compliance with project work plans and timelines. KEY REQUIREMENTS A. Process Improvement and Project Management Identifies process opportunities and recommends long-term fixes that will bring efficiency and reduce cost, FTE and processing time. Leads projects that will significantly improve the Customer Contact Center operations. Prepares project proposal documentation such as business case, requirements, concept papers, user stories. Creates project plans outlining the deliverables, timelines, scope, and responsibilities. Controls project execution through regular discussions and collaboration with concerned business units. Reviews new systems and enhancements user and functional specifications against the business requirement Prepares the UAT documentation (test plan, cases, scripts) Executes or leads end-to-end user acceptance test (UAT) and reports all findings and ensures its resolution. Implement and rollout based on the defined target dates. Conducts post-implementation reviews for implemented systems or process improvement initiatives. Identifies, escalates, and monitors system-related issues affecting Customer Contact Center operations. Represents the Customer Contact Center as an invaluable part of bank-wide projects, and strategic business partner initiatives as well as actively takes part in the end-to-end implementation of such projects. B. Policies and Guidelines Formulation, Review and Documentation Reviews, amends existing PPCs for identified areas for improvement or require update. Conducts research and cost and benefit analysis to produce better handling procedures and guidelines. Reviews and evaluates process recommendations, concept papers, project plans, PPCs, and memos from units within and outside the Contact Center. Documents new process proposal including its structure, methodologies, risk assessment, and quality evaluation. Designs and outlines department-wide PPCs that comply with bank policies, minimize risk, and ensure well-established internal controls. Collaborates with units within Contact Center and business units of the bank to align, streamline and improve existing processes. C. Customer Service Systems and Operations Support Disseminate newly implemented system, process/guidelines by releasing process documentation/ PPCs, walk-through and email correspondences. Addresses, support and provides alternate solutions for escalated operational issues of the Contact Center Keeps track of escalated issues frequencies, system-related or procedural in nature for future projects and improvement initiatives. Provides admin function for Customer Contact Case Logging System Performs assigned tasks or functions, including management-initiated engagement events or assigned by the Unit Head or Contact Center Head KEY QUALIFICATIONS Bachelor's degree With 3-years Contact Center experience preferably in the Banking and Finance Industry At least 1-year exposure/experience on project management and delivery/ implementation is an advantage Strong Knowledge in bank and credit card products, services, and processes Expert in MS Office applications, Digital/ Tech savvy, and Documentation techniques Show more Show less